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2nd Line Support
Posted 4 days ago by Hays
Negotiable
Undetermined
Onsite
Liverpool
Your new company
Already one of the UK s leading port and logistics companies, we have ambitious plans to grow and transform the supply chain to benefit our customers, with multiple settings across the UK.
Your new role
The interim 2nd Line role, within the Group IT Department, will work in a customer focused environment providing second line support to the Group users, using the required standards, methods and tools as directed. Working as part of a team to convey and disseminate technical information to the department and wider business
Provide 2nd/3rd line support for desktop, server, and network issues, ensuring timely resolution of technical problems.
Handle escalated incidents from 1st line support, diagnosing and resolving complex technical issues.
Perform remote and on-site troubleshooting through diagnostic techniques and pertinent questions.
Manage and maintain client IT infrastructures, including servers, networks, and applications.
Install, configure, and upgrade hardware and software components.
Monitor system performance and reliability, implementing necessary updates and patches.
Create and maintain detailed documentation of client environments, support issues, and resolutions.
Assist with the planning and implementation of IT projects, ensuring minimal disruption to client operations.
Collaborate with 3rd party vendors and service providers to resolve issues.
Provide guidance and mentorship to 1st line support staff, fostering knowledge sharing and skill development.
What you'll need to succeed
Proven experience in a 2nd/3rd line IT support role, preferably within an MSP environment.
Strong knowledge of Windows and macOS operating systems.
Proficient in Microsoft 365/Azure - Managing Microsoft Azure & Office 365 including Conditional Access, Azure AD Connect, Exchange Online/Hybrid, SharePoint, Teams, Intune/Endpoint Manager
Strong knowledge of Windows Server Including Installing, configuring, supporting Active Directory, Group Policy, DHCP and DNS
Experience administering Backup/Replication Technologies such as Veeam
Experience with virtualization technologies such as VMware and Hyper-V.
Understanding of networking principles, including TCP/IP, DNS, DHCP, and VPN. Network troubleshooting at 1st/2nd line; supporting Cisco, Mikrotik, FortiNet, Draytek, Ubiquiti, Juniper.
Familiarity with firewall and security technologies.
Excellent troubleshooting and problem-solving skills.
Strong customer service orientation with the ability to communicate technical information to non-technical users.
Ability to manage and prioritise multiple tasks in a fast-paced environment.
Relevant certifications such as CompTIA A+, Network+, CCNA, Microsoft Certifications, or equivalent are desirable.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Already one of the UK s leading port and logistics companies, we have ambitious plans to grow and transform the supply chain to benefit our customers, with multiple settings across the UK.
Your new role
The interim 2nd Line role, within the Group IT Department, will work in a customer focused environment providing second line support to the Group users, using the required standards, methods and tools as directed. Working as part of a team to convey and disseminate technical information to the department and wider business
Provide 2nd/3rd line support for desktop, server, and network issues, ensuring timely resolution of technical problems.
Handle escalated incidents from 1st line support, diagnosing and resolving complex technical issues.
Perform remote and on-site troubleshooting through diagnostic techniques and pertinent questions.
Manage and maintain client IT infrastructures, including servers, networks, and applications.
Install, configure, and upgrade hardware and software components.
Monitor system performance and reliability, implementing necessary updates and patches.
Create and maintain detailed documentation of client environments, support issues, and resolutions.
Assist with the planning and implementation of IT projects, ensuring minimal disruption to client operations.
Collaborate with 3rd party vendors and service providers to resolve issues.
Provide guidance and mentorship to 1st line support staff, fostering knowledge sharing and skill development.
What you'll need to succeed
Proven experience in a 2nd/3rd line IT support role, preferably within an MSP environment.
Strong knowledge of Windows and macOS operating systems.
Proficient in Microsoft 365/Azure - Managing Microsoft Azure & Office 365 including Conditional Access, Azure AD Connect, Exchange Online/Hybrid, SharePoint, Teams, Intune/Endpoint Manager
Strong knowledge of Windows Server Including Installing, configuring, supporting Active Directory, Group Policy, DHCP and DNS
Experience administering Backup/Replication Technologies such as Veeam
Experience with virtualization technologies such as VMware and Hyper-V.
Understanding of networking principles, including TCP/IP, DNS, DHCP, and VPN. Network troubleshooting at 1st/2nd line; supporting Cisco, Mikrotik, FortiNet, Draytek, Ubiquiti, Juniper.
Familiarity with firewall and security technologies.
Excellent troubleshooting and problem-solving skills.
Strong customer service orientation with the ability to communicate technical information to non-technical users.
Ability to manage and prioritise multiple tasks in a fast-paced environment.
Relevant certifications such as CompTIA A+, Network+, CCNA, Microsoft Certifications, or equivalent are desirable.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.